The influence of service quality on Chinese students’ regular use of NetEase Youdao Dictionary in Malaysia

Abstract

This research investigates the factors driving the regular use (RU) of the NetEase Youdao Dictionary among Chinese students in Malaysian universities, focusing on the critical role of service quality. Integrating the Technology Acceptance Model (TAM) and the Information System (IS) Success Model, the study examines how perceived usefulness (PU), perceived ease of use (PEOU), information quality (IQ), and system quality (SQ) influence customer satisfaction (CS) and learning motivation (LM), ultimately impacting RU. Adopting a positivist paradigm with a causal research design, data were collected from 382 students through an online survey using combined purposive and snowball sampling. Data analysis was conducted via Structural Equation Modelling (SEM) using SmartPLS and SPSS, utilizing validated measurement scales. The findings confirm all proposed hypotheses: PU, PEOU, IQ, and SQ significantly and positively impact CS. Furthermore, CS strongly influences LM, which in turn acts as a powerful driver of RU. The results highlight that LM serves as a vital mediator between satisfaction and regular usage, while system-related variables exert a direct effect on RU. This study provides significant theoretical contributions by empirically validating the integration of TAM and IS models within an educational technology context. Practically, the findings offer actionable insights for app developers, educators, and policymakers to enhance user engagement and academic motivation by prioritizing service quality and information reliability in digital learning tools.